The player from Finland has €7800 in pending withdrawals for 14 days and has not received any explanation or KYC document requests from the casino. The live chat is unhelpful, prompting the player to seek assistance in resolving the issue.
GeniePlay Casino - Player’s withdrawal has been delayed.
Amount: €7,800
GeniePlay Casino
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6.7
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Case opened
Current status
Waiting for Casino Guru to reply
6d 15h 17m 30s
Case summary
8 hours ago
Public
Public
yesterday
Translation
Hello,
I have a straightforward issue. I have approximately €7800 stuck at the casino. My withdrawals have been pending for 14 days now. I haven't received any reason from the casino. They haven't requested any KYC documents from me either. The live chat doesn't provide any information. I have to ask for your help. Could you kindly contact this casino so I can eventually get my money?
Automatic translation:
Public
Public
9 hours ago
Dear Ollikainen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please specify if you are able to upload the verification documents to your casino profile?
When was the last time you communicated with customer support? Did you ask them about the verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Casino Guru is examining the case
